Lean Six Sigma Project Management

This project aims to improve the efficiency of the customer self-service rate in a company by applying Lean Six Sigma project management. It focuses on finding ways to lower the cost of service delivery and increase customer satisfaction. The project includes a problem statement, business case, goal statement, improvement goals, process description, project scope, team charter, data collection plan, process map, hypotheses, and data analysis.

Running head: LEAN SIX SIGMA PROJECT MANAGEMENT 1
Lean Six Sigma Project Management
Name
Institution
Professor
Course
Date

LEAN SIX SIGMA PROJECT MANAGEMENT 2
Project charter
Project Name Improvement of the efficiency of the customer self-service rate in a
company by application of Lean six sigma project.
Today’s Date 25th /June/2019
Project Start Date 1st August/2019
Target Completion
Date
29th /June/2019
Project Element Response
Problem Statement The customer service has been faced by a lot of challenges in many companies
since 2010. The purpose of this project is to research on improvements that
can be done to increase the efficiency of the customers’ self-service rates in
the companies. This is done by finding ways through which the cost of the
services delivery will be lowered.

LEAN SIX SIGMA PROJECT MANAGEMENT 2
Business Case The project is essential to be done now because it is the part of the
improvement for the large companies especially those dealing with
international information technology companies offering with the products,
solutions, services, and technologies to the customers (Pepper & Spedding,
2010). On financial impacts, the project is to improve the services delivery
frameworks for the companies making sure that the lowest cost of operation is
focused. The project brings the breakthrough for most companies simply
because it offers the companies with some of the frameworks that that should
focus on to make the service delivery the customers effectively. There are
some impacts of the project on DPMO of the fact that the people who are
involved in the development of the project focused mainly on the services
delivery section of the organization (Andersen, 2016). The impact is primarily
felt within the direct services provided to the customers, project management
functions, and account delivery functions. The actual customer support
delivery is handled through the business partners. Besides, the impact of the
project is felt in the external subcontractors, together with the customers who
get services within the company involved.

LEAN SIX SIGMA PROJECT MANAGEMENT 2
Goal Statement The goal of the project is to improve the customer’s service by the rate of 20%
and lower the overall onsite requests through respective value by the year
2021. The key goal of the project is to find the key metrics that will be used in
the project for the identification of the root causes of the challenges facing
customer service metrics. The improvement frameworks are sought by the use
of the Lean Six Sigma frameworks.
Improvement Goals
1. Quality issues
Elimination
2. Optimizing
systems
Measure (units) Baseline Goal
Errors and long waiting
time
Done by restructuring
the activity schedules
Achieving accuracy and
efficiency in the
company.
Reduction of cost Non value adding
services elimination
The quality of operation
is maintained
3. Expansion of
customers
expectations
Increasing the service
delivery to the customer
than expected
This is done through
provision of extra
related services for
free
The customer’s
confidence with the
company is increased.
4. Preparation of
the simple
distribution
documentation
to the
customers
Provision of the viable
services aid
This can be done by
use of the simple
terms of explanations
It makes sure that the
customers are well vast
with the information
provided regarding the
services offered.

LEAN SIX SIGMA PROJECT MANAGEMENT 2
5. Provision of
the sufficient
services
Precise and concise
services provided
This is done through
by making sure that
the correct and
available information
regarding the service
is provided without
biases.
This improves the trust of
the customers towards the
company.
 Process description The problem in the service delivery exists when there are no relevant
personnel well vast with the information regarding the company. The
company’s negligence to equip the professional personnel in provision of the
service to the customers marks the beginning of the problems.

LEAN SIX SIGMA PROJECT MANAGEMENT 2
Project Scope
The project will address various challenges involved in the service delivery
companies (Does, 2016). The project is bound within the IT service delivery
companies where there is a self service portal for the customers. The project
team tries to borrow the outsourcing information that will equip the project
with the relevant information regarding what should be done to cater for this
(Byrne, Lubowe & Blitz, 2017).
The SIPOC model below shows the steps of the projects from the supplier to
customers.
Team Member Name
Project Sponsor Central bank Governor, Dr. Peter Horseman
Key Stakeholders End customer, service manager, supply chain management
Team Lead Company manager, Dr. David Vincent
Team Members Dr. Joel Oscar , Mr. Michael Pablo , Mrs. Alicia Mike and Dr. May Peeler
Process Owner PhD. Mike Drogba
Other N/A

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Timeline by Project
Stage
Milestone Target Completion Date
Define Project Charter and kickoff 30th /June/2019
Measure Define and collect data 1st July/June/2019
Analysis Find causes 5th July/June/2019
Improve Fix causes 17th July/June/2019
Control Standardize the fix 27th July/June/2019
Team charter
Project Title
Improvement of the efficiency of
the customer self-service rate in
a company by application of
Lean six sigma project.
Expectation Example Team Rule
Attendance
The Attendance is compulsory for
member unless otherwise. Report on absence is acceptable 24hrs before.
Participation
The participation of members is
must provided that the team is
allocated a task. 100% members’ contribution rule applied.
Focus
All members should be focused on
topic of discussion whatsoever. Relevancy to the point application rule

LEAN SIX SIGMA PROJECT MANAGEMENT 2
Project Title
Improvement of the efficiency of
the customer self-service rate in
a company by application of
Lean six sigma project.
Expectation Example Team Rule
Interruptions
No disruptions are allowed not
unless it’s an emergency.
Members should allow each one
time for discussion during
discussion. Full time allocation rule applicable.
Preparation
Tasks allocated should be as per
the time allocated. Timely participation rule.
Timeliness
Time keeping is mandatory and no
extension is allowed. Time limit rule
Decisions
Decision made by the team is
highly valued. No decision is wrong provided it’s precise.
Data
Primary data and secondary data
are allowed for reference. Approved data sources accepted only.
Conflict
Respects are highly valued during
the debate and disagreement. Professional disagreement allowed only.
Other
N/A N/A

LEAN SIX SIGMA PROJECT MANAGEMENT 2
Project Title
Improvement of the efficiency of
the customer self-service rate in
a company by application of
Lean six sigma project.
Expectation Example Team Rule
Team Member Role Signature
Dr. Joel Oscar Team coordinator
Mr. Michael Pablo Time keeper
Mrs. Alicia Mike Data recorder
Dr. May Peeler Reference approver
Dr. Peter Horseman Financial sponsor
PhD. Mike Drogba Project manager/owner
Data collection plan
What to be measured Type of the data How the data will be
collected

LEAN SIX SIGMA PROJECT MANAGEMENT 2
1. Customers satisfaction Customers reviews data The collection of the
customers’ satisfaction
regarding the services
provided by the company will
be carried out through reading
out the comment reviews of
the customers (Snee, 2010).
This can be achieved by
involving in the platform
analysis of the company.
Within the company’s remarks
and comment section, the
customers’ reviews will be
obtained (Shenha & Dvir,
2016). Based on the way
customers’ response, the final
discussion on customers’
satisfaction will be analyzed.

LEAN SIX SIGMA PROJECT MANAGEMENT 2
2. Quality of the services
provided
Quality evaluation data The quality of the data
provided by the company will
be collected though getting
personal feed backs of the
ideal customers regarding the
quality of the services they
have been provided. The
suggestions of the customers
will be evaluated to determine
the how quality the services
provided.
3. Self services efficiency Effective self service
operation frameworks data
This will be collected through
sampling a group of the
customers to provide how
effective the self service
customers’ services are in
their opinions (Arnheiter &
Maleyeff, 2015).

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4. Needs of the customers Voice of customers data The data concerning the needs
of the customers will be
provided through sampling a
group of customers on what
should be improved (Steyn,
2012). In addition their needs
will be entered in the excel
spreadsheet for final
interpretations.
Execute data collection plan
Data Data collection plan
Service delivery data The data involving the delivery of the service
will be collected through overall company
working evaluation. The evaluation statistics
will show if the data was provided late or on
time. The evaluation record will be used to
retrieve the data anytime.
Service quality data The data on this will be based on the quality
evaluation matrix of the services provided by

LEAN SIX SIGMA PROJECT MANAGEMENT 2
the company involved. The self service
delivery to the customers will be collected on
basis of how customers understand the basic of
self service program.
Time delivery data Time taken for the service to be provided to the
customers is collected through an automatic
system that signals on the time when the data
was received by the customer. The time frame
is evaluated to determine the effectiveness of
the services provided.
Effectiveness services data This will be collected through spread sheet
excel program in which the views of the
customers regarding the data effectiveness will
be entered. The customers will be summoned
for the provision of their views.
Process Map
Process Map
Step 1: process input evaluation
This step one involves process input evaluation which the efficiency, effective and

LEAN SIX SIGMA PROJECT MANAGEMENT 2
precise of the decision made on the changes to be made on self service delivery id done. In this
step, the service currently provided will be audited to get the clear understanding of the changes
to be made (Cicmil & Hodgson, 2016).
Step 2: Customer decisions
The second step involves the decisions made by the customers regarding the objectives of
the project. In this step, the suggestions given by the customers regarding the self service
program of the company will be evaluated (Koskela & Howell, 2012). The project will follow
customer decisions for determinations of what should be improved and before finalization of the
project.
Step 3: Decision suppliers evaluation
In this third step, the team members providing the decisions regarding the project will be
summoned. This is an important step because the idea provided by the team members will
determine if the customers and project developers have the same idea or not (Cicmil & Hodgson,
2016). This step will be so important because it will determine which areas need some changes
before implementation of the program.
Step 4: value analysis
This step involves evaluation of the service delivery value towards what the project aims
to achieve. The project value analysis involves evaluation of effectiveness of the service

LEAN SIX SIGMA PROJECT MANAGEMENT 2
provided to the customers in relation to the self service portal program. This step will determine
the output of the whole process and objective of the project is put into high consideration
(Munns & Bjeirmi, 2016).
Step 5: process output
This step involves evaluation of the whole program process. The services delivered to the
customers in regard to Lean Six Sigma are evaluated. The evaluation is related to the incoming
self services delivery programs to be implemented (Schwalbe, 2015). . The improvement of the
program is done in this step for quality outputs.
Hypotheses
Measures proposed Null hypotheses Alternative hypotheses
Quality issues elimination: Errors cannot be eliminated in
the project in regard to service
delivery to the customers.
By the use of the Lean Six
sigma frameworks, errors and
issues can be eliminated in the
project program.
Optimizing systems Cost will be high in the
program against the benefits to
be achieved.
The cost of the program can
be minimized through
application of proper system

LEAN SIX SIGMA PROJECT MANAGEMENT 2
optimization models.
Expansion of customers
expectations
Customers need no
expectations in service
delivery company
The expectations of the
customers will be achieved
through making their better
understanding of the changes
and decisions to be made.
Preparation of the simple
distribution documentation to
the customers
Documentation is expected to
be complex simple because
customers will not understand
the new standards of the
system.
Through training on new
changes on how services will
be delivered, the customers
will be able to understand the
distribution documentation of
the program.
Provision of the sufficient
services
Sufficient services can only be
provided in the service
delivery program in which the
service providers interact with
the customers.
Self service delivery program
will be most effective
mechanisms simply because
time taken to serve the
customers will be eliminated.
The customers will be able to
serve themselves according to
their wish

LEAN SIX SIGMA PROJECT MANAGEMENT 2
Data Analysis
The project has used various methods and tools in the analysis of the data provided. Some
of the tools and methods used in the project include the following.
Yellow belt tool: This tool has been applied to cover the essential tools used in the six sigma
program (Boehm & Ross, 2019). The tool makes use of the excel SIPOC model Pareto chart
among other matrix effects. This tool has been used for the purpose of offering a clear
understanding of the methodologies used in the project regarding the topic (Inglis & Dodge,
2018).
Green belt training method: this method is applied in this project in which the employees are
trained on the impacts of the Lean six sigma improvement plans. This method has improved the
perspective of the project team towards the acceptance of the new self-service delivery changes.
Pareto chart method: the Pareto method has been applied in this project to imply that 80% of the
decision effect comes as results of 20% causes of the services delivery to the program (Meredith,
Mantel Jr & Shafer, 2017). This method is applied in the separation of the relevant issues of the
service delivery to the customers regarding efforts allocated.
Brainstorming method: this method is used with the idea of taking the efforts and time for the
project objectives (King, 2018). In Connection to this, the project has some boundaries and
hypotheses which are challenged. This method is used as a tool for generating the idea and
solutions to the challenges faced in the decision making of project work.
Summary of the applied tools:

LEAN SIX SIGMA PROJECT MANAGEMENT 2
List of Possible Improvements
Some of the possible improvements include the following:
1. The data collected for the project development analysis and tracked all through until the
project is done.
2. Formulation of the project information into the implementation plan.
3. The evaluation of the possible improvement plans of the project.
4. Definition of the key metrics and goals of the project.
5. Establishment of the monitoring, plot, and measurements of the project.
6. Implementation of the communication and change management of the project.
The improvement selected in this section is the data collected for the project development
analysis and tracked all through until the project is done (Dahlgaard & Mi Dahlgaard-Park,
2016). This is the significant area improvement for the project as it gives the direction in which
the action plan will be formulated. The data collected in any step of the project research are well
recorded. The data is utilized all through until the project is done. The provided will be used in

LEAN SIX SIGMA PROJECT MANAGEMENT 2
the provision of the first-hand information regarding what will be needed to be done in the
development of the project action plan.
Control Plan
There are two control plans applied in this project, DMAIC Control plan and control
charts (Salah, Rahim & Carretero, 2010). The DMAIC Control plan is the final stage established
control mechanism and monitoring tool for the improvement of the project efforts. It is aimed at
ensuring that the results obtained are sustainable. On the other hand, the control charts are used
as the training material to measure the success of the project (Näslund, 2018). This control plan
makes sure that the correct measurements are put in place for project improvement and
adjustments.
The lessons learned from the green belt training, and the capstone
The lesson learned from the green belt training, and the capstone is that the employees
and the customers should be educated and trained on the new changes to be made within the
company. This is will make them understand what to do about any of the changes within the
company. It is learned that green belt training and the capstone frames can be used as a statistical
tool for accessing the performance of the project variation process. It has been learned that the
green belt training is used for the demonstration of the stability of the project towards the topic
of discussion. It tries to answer the question of how the project processes vary within a given
time.

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